Manage Feedback - Support Bot

Overview

The feedback management endpoints allow administrators to review user feedback, create golden examples, manage feedback settings, and generate AI-suggested improvements. These endpoints require the feedback.view or feedback.manage permissions.

Feedback Workflow

Review - List and filter feedback submissions
Analyze - View detailed context including original query and response
Act - Resolve (create golden example), dismiss, or delete feedback
Generate - Use AI to suggest improved responses for negative feedback
Configure - Manage auto-approval settings

List All Feedback

Requires feedback.view permission

Query Parameters

limit

integer

default:"20"

Number of items to return (1-100)

offset

integer

default:"0"

Number of items to skip for pagination

status

string

Filter by status: pending, auto_approved, reviewed, or dismissed

type

string

Filter by feedback type: positive or negative

string

Search in query, response, or reason text

Response

items

array

Array of feedback items with full context

Show FeedbackWithContext properties

string

Unique identifier for the feedback

message_id

string

ID of the message that was rated

user_id

string

ID of the user who submitted feedback

user_email

string

Email of the user who submitted feedback

feedback_type

string

Type: positive or negative

reason

string | null

User’s reason for the feedback

status

string

Status: pending, auto_approved, reviewed, or dismissed

reviewed_by

string | null

ID of the admin who reviewed

reviewer_email

string | null

Email of the admin who reviewed

reviewed_at

datetime | null

When the feedback was reviewed

created_at

datetime

When the feedback was created

original_query

string

The user’s original question

original_response

string

The assistant’s original response

chat_id

string

ID of the chat session

has_golden_example

boolean

Whether a golden example exists for this feedback

golden_example_id

string | null

ID of the associated golden example

golden_response

string | null

The golden response if it exists

total

integer

Total number of feedback items matching filters

limit

integer

Number of items returned

offset

integer

Number of items skipped

Example Request

curl -X GET "https://api.example.com/feedback/admin/list?status=pending&type=negative&limit=10" \
  -H "Authorization: Bearer YOUR_TOKEN"

Example Response

{
  "items": [
    {
      "id": "7c9e6679-7425-40de-944b-e07fc1f90ae7",
      "message_id": "550e8400-e29b-41d4-a716-446655440000",
      "user_id": "123e4567-e89b-12d3-a456-426614174000",
      "user_email": "[email protected]",
      "feedback_type": "negative",
      "reason": "Response was inaccurate",
      "status": "pending",
      "reviewed_by": null,
      "reviewer_email": null,
      "reviewed_at": null,
      "created_at": "2026-03-01T10:30:00Z",
      "original_query": "What is the incident resolution time?",
      "original_response": "The average resolution time is 2 hours.",
      "chat_id": "chat-123",
      "has_golden_example": false,
      "golden_example_id": null,
      "golden_response": null
    }
  ],
  "total": 1,
  "limit": 10,
  "offset": 0
}

Get Feedback Statistics

Requires feedback.view permission

Response

total_feedback

integer

Total number of feedback submissions

positive_count

integer

Number of positive feedback items

negative_count

integer

Number of negative feedback items

pending_count

integer

Number of pending items awaiting review

auto_approved_count

integer

Number of auto-approved items

reviewed_count

integer

Number of manually reviewed items

dismissed_count

integer

Number of dismissed items

golden_examples_count

integer

Total number of golden examples created from feedback

Example Request

cURL

curl -X GET https://api.example.com/feedback/admin/stats \
  -H "Authorization: Bearer YOUR_TOKEN"

Example Response

{
  "total_feedback": 1247,
  "positive_count": 892,
  "negative_count": 355,
  "pending_count": 42,
  "auto_approved_count": 850,
  "reviewed_count": 320,
  "dismissed_count": 35,
  "golden_examples_count": 1170
}

Get Feedback Details

Requires feedback.view permission

Path Parameters

feedback_id

string

required

ID of the feedback to retrieve

Response

Returns a FeedbackWithContext object with all details.

Example Request

cURL

curl -X GET https://api.example.com/feedback/admin/7c9e6679-7425-40de-944b-e07fc1f90ae7 \
  -H "Authorization: Bearer YOUR_TOKEN"

Resolve Feedback

Requires feedback.manage permission

Path Parameters

feedback_id

string

required

ID of the feedback to resolve

Request Body

golden_response

string

The ideal response.

For positive feedback: Optional. If not provided, uses the original response.
For negative feedback: Required. Must provide the corrected response.

Response

message

string

Success message

feedback_id

string

ID of the resolved feedback

golden_example_id

string

ID of the created golden example

status

string

New status: reviewed

Example Request

curl -X POST https://api.example.com/feedback/admin/7c9e6679-7425-40de-944b-e07fc1f90ae7/resolve \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{}'

Example Response

{
  "message": "Feedback resolved successfully",
  "feedback_id": "7c9e6679-7425-40de-944b-e07fc1f90ae7",
  "golden_example_id": "8d8f7780-8536-51ef-b827-f18ed2091bf8",
  "status": "reviewed"
}

Dismiss Feedback

Requires feedback.manage permission

Path Parameters

feedback_id

string

required

ID of the feedback to dismiss

Request Body

reason

string

Optional reason for dismissal

Response

message

string

Success message

feedback_id

string

ID of the dismissed feedback

status

string

New status: dismissed

Example Request

cURL

curl -X POST https://api.example.com/feedback/admin/7c9e6679-7425-40de-944b-e07fc1f90ae7/dismiss \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "reason": "User error - question was unclear"
  }'

Example Response

{
  "message": "Feedback dismissed",
  "feedback_id": "7c9e6679-7425-40de-944b-e07fc1f90ae7",
  "status": "dismissed"
}

Restore Feedback

Requires feedback.manage permission

Path Parameters

feedback_id

string

required

ID of the feedback to restore

Response

message

string

Success message

feedback_id

string

ID of the restored feedback

status

string

New status: pending

Example Request

cURL

curl -X POST https://api.example.com/feedback/admin/7c9e6679-7425-40de-944b-e07fc1f90ae7/restore \
  -H "Authorization: Bearer YOUR_TOKEN"

Example Response

{
  "message": "Feedback restored to pending",
  "feedback_id": "7c9e6679-7425-40de-944b-e07fc1f90ae7",
  "status": "pending"
}

Delete Feedback

This action is permanent and cannot be undone. The associated golden example will also be deleted.

Requires feedback.manage permission

Path Parameters

feedback_id

string

required

ID of the feedback to delete

Response

message

string

Success message

feedback_id

string

ID of the deleted feedback

Example Request

cURL

curl -X DELETE https://api.example.com/feedback/admin/7c9e6679-7425-40de-944b-e07fc1f90ae7 \
  -H "Authorization: Bearer YOUR_TOKEN"

Example Response

{
  "message": "Feedback deleted successfully",
  "feedback_id": "7c9e6679-7425-40de-944b-e07fc1f90ae7"
}

Generate AI Response

Requires feedback.manage permission

This endpoint uses the configured LLM with full RAG tool access to generate an improved response based on the feedback context. The AI autonomously decides whether to use additional tools for context.

Features

Specialized prompt for response improvement
Full access to incident lookup and knowledge base tools
Timeout protection (60 seconds)
Concurrency control to prevent overload

Path Parameters

feedback_id

string

required

ID of the feedback to generate a response for

Response

generated_response

string

The AI-generated improved response

tool_calls_made

integer

Number of RAG tool calls made during generation

generation_time_ms

integer

Time taken to generate the response in milliseconds

success

boolean

Whether generation was successful

error

string | null

Error message if generation failed

Example Request

curl -X POST https://api.example.com/feedback/admin/7c9e6679-7425-40de-944b-e07fc1f90ae7/generate-response \
  -H "Authorization: Bearer YOUR_TOKEN"

Example Response

{
  "generated_response": "The incident resolution time varies based on severity level:\n\n- P0 (Critical): 1 hour\n- P1 (High): 4 hours\n- P2 (Medium): 24 hours\n- P3 (Low): 72 hours\n\nThese are target resolution times, and actual resolution may vary based on complexity.",
  "tool_calls_made": 2,
  "generation_time_ms": 3421,
  "success": true,
  "error": null
}

Use the generated response as a starting point. You can edit it before resolving the feedback to create the golden example.

Get Feedback Settings

Requires feedback.manage permission

Response

auto_approve_positive

boolean

Whether positive feedback is automatically approved

auto_approve_negative

boolean

Whether negative feedback is automatically approved

require_reason_positive

boolean

Whether a reason is required for positive feedback

require_reason_negative

boolean

Whether a reason is required for negative feedback

Example Request

cURL

curl -X GET https://api.example.com/feedback/admin/settings \
  -H "Authorization: Bearer YOUR_TOKEN"

Example Response

{
  "auto_approve_positive": true,
  "auto_approve_negative": false,
  "require_reason_positive": false,
  "require_reason_negative": true
}

Update Feedback Settings

Requires feedback.manage permission

Request Body

All fields are optional. Only provided fields will be updated.

auto_approve_positive

boolean

Enable/disable auto-approval for positive feedback

auto_approve_negative

boolean

Enable/disable auto-approval for negative feedback

require_reason_positive

boolean

Require reason for positive feedback

require_reason_negative

boolean

Require reason for negative feedback

Response

Returns the updated FeedbackSettingsResponse.

Example Request

curl -X PUT https://api.example.com/feedback/admin/settings \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "auto_approve_positive": true,
    "auto_approve_negative": false,
    "require_reason_negative": true
  }'

Example Response

{
  "auto_approve_positive": true,
  "auto_approve_negative": false,
  "require_reason_positive": false,
  "require_reason_negative": true
}

Common Error Responses

400 Bad Request

{
  "detail": "Negative feedback requires a golden response to resolve"
}

401 Unauthorized

{
  "detail": "Not authenticated"
}

403 Forbidden

{
  "detail": "Insufficient permissions. Required: feedback.manage"
}

404 Not Found

{
  "detail": "Feedback not found"
}

500 Internal Server Error

{
  "detail": "Failed to generate response: Timeout after 60 seconds"
}

Best Practices

Filter Efficiently

Use status and type filters to prioritize review of pending negative feedback.

Use AI Generation

For negative feedback, use the generate-response endpoint to get AI-suggested improvements before resolving.

Enable Auto-Approval

Enable auto-approval for positive feedback to build golden examples automatically.

Review Regularly

Set up a regular review cadence for pending feedback to maintain response quality.

Authentication

Chat

Knowledge Base

Feedback

Administration

​Overview

​Feedback Workflow

​List All Feedback

​Query Parameters

​Response

​Example Request

​Example Response

​Get Feedback Statistics

​Response

​Example Request

​Example Response

​Get Feedback Details

​Path Parameters

​Response

​Example Request

​Resolve Feedback

​Path Parameters

​Request Body

​Response

​Example Request

​Example Response

​Dismiss Feedback

​Path Parameters

​Request Body

​Response

​Example Request

​Example Response

​Restore Feedback

​Path Parameters

​Response

​Example Request

​Example Response

​Delete Feedback

​Path Parameters

​Response

​Example Request

​Example Response

​Generate AI Response

​Features

​Path Parameters

​Response

​Example Request

​Example Response

​Get Feedback Settings

​Response

​Example Request

​Example Response

​Update Feedback Settings

​Request Body

​Response

​Example Request

​Example Response

​Common Error Responses

​400 Bad Request

​401 Unauthorized

​403 Forbidden

​404 Not Found

​500 Internal Server Error

​Best Practices

Filter Efficiently

Use AI Generation

Enable Auto-Approval

Review Regularly

Build docs developers (and LLMs) love

Overview

Feedback Workflow

List All Feedback

Query Parameters

Response

Example Request

Example Response

Get Feedback Statistics

Response

Example Request

Example Response

Get Feedback Details

Path Parameters

Response

Example Request

Resolve Feedback

Path Parameters

Request Body

Response

Example Request

Example Response

Dismiss Feedback

Path Parameters

Request Body

Response

Example Request

Example Response

Restore Feedback

Path Parameters

Response

Example Request

Example Response

Delete Feedback

Path Parameters

Response

Example Request

Example Response

Generate AI Response

Features

Path Parameters

Response

Example Request

Example Response

Get Feedback Settings

Response

Example Request

Example Response

Update Feedback Settings

Request Body

Response

Example Request

Example Response

Common Error Responses

400 Bad Request

401 Unauthorized

403 Forbidden

404 Not Found

500 Internal Server Error

Best Practices